The player from Greece had requested the closure of his account at a casino for responsible gambling reasons. He had communicated this request through both email and live chat, but his account had remained open, which allowed him to deposit and gamble. The player had stated that he wanted to close his account due to gambling addiction. His account was successfully closed. The player had confirmed the resolution of his issue and the complaint had been marked as resolved.
Winsane Casino - Player's request for account closure ignored.
Amount: ??
Winsane Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I am having an issue with this particular casino. I requested on 04/19/2024 that they close my account, both through email and via live chat, yet my account remains open and I was even able to make a deposit and play today. The chat support tells me every day that they will forward my request to the relevant department, yet nothing has been done
Automatic translation:
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6 months ago
Dear Kouratzina,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances
(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
- Could you please specify the reason for closing your account?
Thank you very much in advance.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Could you please send me the communication in which you informed the casino about your gambling addiction?
Could you please explain when you mentioned your gambling addiction to the casino?
Was your account closed as a result yet?
I'll await your reply.
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6 months ago
Translation
my casino account has been closed successfully thanks for the help
Automatic translation:
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6 months ago
Thanks for the update.
If you made any deposits following a simple account closure, we might not help you recover any refunds.
Do you wish to pursue the complaint further or may we consider it resolved?
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6 months ago
Dear Kouratzina,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
